Assistant Manager of CX and Retail Operations

As the Assistant Manager of Customer Experience and Retail Operations at CALPAK, you'll play a pivotal role in enhancing customer satisfaction and driving sales growth. Your main responsibilities will include managing both internal and external CX teams, analyzing customer feedback to ensure quality service, and working collaboratively across departments to streamline operations. You'll also be tasked with implementing new tools for efficiency, handling escalations, and project managing initiatives to elevate customer experiences seamlessly.

To qualify for the Assistant Manager of Customer Experience and Retail Operations position at CALPAK, you should have at least 4 years of experience in a customer service environment and a minimum of 2 years of managing direct reports. Familiarity with CRM tools like Gorgias or Zendesk and e-commerce platforms such as Shopify is essential. Your background should also reflect strong communication skills, a problem-solving attitude, and the ability to thrive in a fast-paced environment.

At CALPAK, the Assistant Manager of Customer Experience and Retail Operations is instrumental in ensuring a positive customer experience. This is achieved by analyzing feedback, conducting audits of CX processes, and optimizing interactions across both online and retail channels. Your leadership will guide the external CX team and promote a culture of high standards in customer interactions, fostering loyalty and satisfaction among customers.

As an Assistant Manager of Customer Experience and Retail Operations at CALPAK, expect to be part of a collaborative and motivated work culture. You'll work closely with various departments while being supported by a team that values customer service excellence. The environment promotes mutual growth, and with a dog-friendly office and wellness credits, CALPAK is dedicated to maintaining a enjoyable workplace for its employees.

The role of Assistant Manager of Customer Experience and Retail Operations at CALPAK offers numerous growth opportunities. Engaging in strategic decision-making, leading initiatives, and collaborating with different departments will equip you with skills for advancing to higher management positions. CALPAK encourages continuous learning and provides avenues for career development within the organization.

In responding to this question, share specific examples of your prior experience in customer service, highlighting how you improved customer satisfaction or operational efficiency. You might discuss any metrics you tracked and how your efforts directly impacted the overall store performance.

Explain your approach to handling escalations by detailing a past experience. Highlight your problem-solving capabilities and your commitment to maintaining a positive customer experience, ensuring you convey both empathy and efficiency.

Talk about the specific tools like Gorgias, Zendesk, or any other CRM systems you have worked with. Explain your familiarity with creating reports and analyses that helped improve customer experience and operational processes.

Emphasize the importance of clear and open communication channels, providing examples of how you've facilitated communication in your previous roles. Discuss any systems you’ve introduced or utilized that helped streamline this process.

Here, you should share a specific initiative or strategy you implemented that led to an increase in customer engagement. Provide measurable outcomes to demonstrate your effectiveness in this area.

Discuss your experience with e-commerce platforms like Shopify, noting particular tasks you undertook that relate to managing customer experiences online. Mention any strategies you've used that resulted in increased online sales or improved customer feedback.

Explain how you develop training materials or programs that focus on enhancing product knowledge and service principles. Highlight the importance of ongoing training to ensure high standards are consistently met.

Utilize this opportunity to stress your leadership style. Discuss your methods for fostering collaboration, supporting individual development, and managing conflicts to maintain a positive team atmosphere.

Share a few strategies you have implemented in previous roles to optimize customer experience processes. Include examples of process improvements that led to better customer satisfaction or increased efficiency.

Your response should convey a genuine passion for customer service, perhaps sharing a personal story or insight that highlights why creating an outstanding customer journey is important to you and how it aligns with CALPAK’s mission.